Is ACL required to ask questions even if the answer is already in the report?
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Frankly, I would be glad they gave me input.
When they ask a question that has already been answered in the report, it’s a bit of a time-waster for both of us. It was quick to answer, but leaves me wondering why. Also, feedback for something you’ve already done isn’t helpful. However, I do like knowing they received the report and are forwarding it to the client. So many you don’t even hear back from. 
No, they are not required to ask questions. Sometimes they ask for reconfirmation of what was said in the report because the client has insisted on that. I have met many of their editors at conferences ad, believe me, like most editors, they do not want to do anything that is going to slow down the flow of reports across their desk unless it is required. They have a thankless job and work under great time pressure.
Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
My most frequent questions are in response to questions where the associate was supposed to 'X, Y and Z' and they only did 2 out of 3 behaviors so got a 'no', yet in the narrative I mention that they did X and Y but not Z and the editor wants to confirm that I was certain they did not Z. Overall I get few questions unless it is a brand new editor, where I both get 'overkill' questions and questions that indicate to me that they are not familiar with the shop instructions. I respond graciously through sometimes gritted teeth because I know that my response goes first to a supervisor and then down to the new editor. I view it as an opportunity for the supervisor to see to the training of the new editor. I have had very few questions come back late enough that the client has likely asked for clarification.
An editor once asked me for the servers name. I was sure i had put it in the report. I save their reports to my computer and was going to do a copy/paste of it. I was surprised to see that I had not put in the servers name.
I get rare questions from ACL. Keep in mind that most msc want you to comment on any no answers in your narrative. I try to do this even if it is not requested as it is a double check that you checked off the right box and also a chance to give a few words of background info as to what prompted your no.
That said, I recently did nine reports late at night and very early the following morning and was horrified to see when a few were sent back that I had checked no on the line above or below where I had meant to several times. This was not for ACL.
That said, I recently did nine reports late at night and very early the following morning and was horrified to see when a few were sent back that I had checked no on the line above or below where I had meant to several times. This was not for ACL.
I felt this way as well when I started with ACL. I seemed to get multiple questions back for every report. Once I got the hang of it and made sure to comment on all no answers, I haven't had questions in a while.
JGoodwin do you simply reiterate the information from the multiple choice questions? It seems redundant, but if that’s what they need that is how I will do it. One area of the questionnaire had so many questions with no that I’m not sure how I would even word it. I guess “We did not discuss installation, warranty, etc, etc, etc.”?
Exactly this. They get paid by the report, not by the hour.
@walesmaven wrote:
No, they are not required to ask questions. Sometimes they ask for reconfirmation of what was said in the report because the client has insisted on that. I have met many of their editors at conferences ad, believe me, like most editors, they do not want to do anything that is going to slow down the flow of reports across their desk unless it is required. They have a thankless job and work under great time pressure.
I use one sentence to address many questions. "The front desk associate verified my ID, method of payment, room type and checkout date but did not verify the price." She mentioned the location and time for breakfast but did not mention the business center, pool, exercise room, or free local shuttle."
I would NOT write, of instance, " The pool was not mentioned,." as a stand-alone sentence.
I would NOT write, of instance, " The pool was not mentioned,." as a stand-alone sentence.
Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
Yes, it's always a good thing to give some positives along with any negatives.
@Ercokat wrote:
JGoodwin do you simply reiterate the information from the multiple choice questions? It seems redundant, but if that’s what they need that is how I will do it. One area of the questionnaire had so many questions with no that I’m not sure how I would even word it. I guess “We did not discuss installation, warranty, etc, etc, etc.”?
Yes. If you advance to the next section beforr wtiting the summary, then go back, it will highlight all the no answers in pink. I make sure to mention those and usually lump similar things together. I also make sure to include anything previous editors have asked about even if it seems redundant.
It was discouraging at first but satisfyingly once I cracked their code and don't get many questions.
Good luck!
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